Returns & Support

Billing FAQs

What payment methods do you accept?

We make every effort to ensure our transaction process is safe and that your personal information is secure. Payment can be made from the following credit or debit cards:

MasterCard

Visa (Debit and Credit cards)

Maestro

PayPal (confirmed PayPal addresses only)

When do we take payment for the order?

We request authorization for payment as soon as you submit your card details. Payment is taken immediately.

Can I place an order over the phone?

Our helpful sales team are able to provide you with any pre-sales or technical information. Unfortunately we aren’t able to take your order or payment details over the phone.

I have received an email informing me you are awaiting payment?

If you have a received an email informing you that we are awaiting payment this means your previous attempt to make payment has failed. We would require you to log in and make payment.

How to reduce the risk of authorisation being refused by your card issuer

Double check all details entered

Ensure your card is registered to the billing address

Enroll your card in an authentication scheme (Verified by Visa or MasterCard Secure) to assist with the speedy processing of your order

If you place a high-value order we suggest you advise the bank beforehand

I have cancelled my order how long does it take for the payment to be returned?

It can take up to 48 hours for your payment to be refunded (Not including weekends or bank holidays).

Do you charge for a credit card and PayPal transactions?

UK Debit Card: No Surcharge

Credit Card: No Surcharge

Corporate Card: 1%

PayPal: No Surcharge

Why do we charge a surcharge?

In order to bring you the lowest prices, our profit margins are very low. Due to this, we are unable to absorb the surcharges incurred by the banks when using a corporate card. We believe the fairest thing to do is to charge for when they are used, rather than adding it to our prices for everybody. There are no charges on personal debit or credit card transactions however.

Why has my PayPal payment been refunded?

Your PayPal payment will usually only be refunded if you have provided us with an unconfirmed address.

What does PayPal confirmed mean and why do you only accept payments via PayPal this way?

Although the vast majority of unconfirmed addresses are not fraudulent, PayPal offers confirmed addresses as an additional layer of fraud protection. Confirmed addresses help guard against stolen credit cards and identity theft. In order to maintain security, we can only ship to confirmed addresses when using PayPal. You can however ship to alternate delivery addresses when using a debit/credit card.

What time do you process orders until?

We process orders from Monday to Friday up until 5pm (Excluding Bank Holidays).

Terms & Policies

Finance provided by PayPal Credit. Terms and conditions apply. Credit subject to status. Box Limited acts as a broker and offers finance from a restricted range of finance providers. PayPal Credit acts as the issuer, and is a trading name of PayPal (Europe) S.Ã .r.l. et Cie, S.C.A., 22-24 Boulevard Royal L-2449, Luxembourg.